Last updated: July 2026

Our Commitment

At Jaevia, we strive to provide a seamless and reliable experience for all our business customers. If something goes wrong or our service falls short of your expectations, we want to know about it so we can put things right as quickly as possible.

How to Submit a Complaint

If you have a complaint regarding our platform, customer support, or user experience, please contact us at:

• Email: [email protected]
• Subject line: Official Complaint – [Your Business Name]

To help us investigate and resolve your issue quickly, please include:

1. Your full name and business name.
2. The email address associated with your Jaevia account.
3. A detailed description of the issue, including relevant dates and transaction references.
4. What you would like us to do to resolve the matter.

How We Handle Your Complaint

1. Acknowledgment: We will acknowledge receipt of your complaint via email within 2 business days.
2. Investigation: Our team will review your file and investigate the issue thoroughly.
3. Resolution Timeline: We aim to provide a full response and proposed resolution within 15 business days. If an extension is required due to exceptional circumstances, we will keep you informed of our progress.

Complaints Regarding Regulated Financial Services

Please note that Jaevia is a technology platform, not a bank or Electronic Money Institution (EMI).

Financial services—including Know Your Customer (KYC/KYB) verification, account issuing, holding of funds, and international payment execution—are provided directly by our authorized and regulated banking partners.

• If your complaint relates directly to a regulated payment service, funds holding, or regulatory compliance decision (such as KYC approval), Jaevia will liaise with the relevant regulated partner on your behalf or direct your complaint to their dedicated compliance team.